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Journal cover: Human Resource Management International Digest

Human Resource Management International Digest

ISSN: 0967-0734
Incorporates: Management Development Review

Online from: 2002

Subject Area: Human Resource Management

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Sales take off at Midlands Co-operative Travel: X-Factor training boosts customer service

Document Information:
Title:Sales take off at Midlands Co-operative Travel: X-Factor training boosts customer service
Source:Human Resource Management International Digest, Vol. 20 Iss: 1
pp:30 - 32
Keywords:Awards, Customer service, Food industry, Retailing, Training, Travel agencies, United Kingdom, Workplace training
Article type:Case study
DOI:10.1108/09670731211196034 (Permanent URL)
Publisher:Emerald Group Publishing Limited

PurposeThe purpose of this paper is to describe two training programs at Midlands Co-operative Society – one for employees in its travel agency and the other for its food-retailing employees.

Design/methodology/approachThe paper explains the reasons for the programs, the form they took and the results they have achieved.

FindingsIt is found that improvements in customer service have resulted from the X-Factor training for travel-agency employees, and the food-safety training for employees of the food-retailing business.

Practical implicationsThe paper reveals that within a year of delivering the X-Factor training to travel-agency employees, the number of passengers booking flights increased by 5 percent and revenue rose by 9 percent. The food-safety training has helped to ensure that the organization's relationship with local authorities continues to develop by showing its adherence to the law. It proves to customers that the organization is willing to go above the legal requirements to ensure the food customers buy is protected from harm.

Originality/valueThe paper reveals the benefits to Midlands Co-operative Society of two award-winning training programs.

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